AccountId: 011433970860
ContactId: b511fdb7-77df-431c-9ab9-c730b8a3561b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160479 ms
Total Talk Time (AGENT): 51724 ms
Total Talk Time (CUSTOMER): 61219 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/b511fdb7-77df-431c-9ab9-c730b8a3561b_20250425T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Florida Clinical Practice Association. I was going to verify the patient is still active with you guys.
[AGENT][NEUTRAL] OK. May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02510689.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Oh, what was the effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEGATIVE] Oh yes, it was, um, so we got a denial from you guys.
[CUSTOMER][NEUTRAL] And I was calling to see why it was not covered, if you can help me with that?
[AGENT][NEUTRAL] Data service please.
[CUSTOMER][NEUTRAL] 1111 2024.
[AGENT][NEUTRAL] So it is showing that we requested the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I do need to know which, what's the total bill? I apologize.
[CUSTOMER][NEUTRAL] $94.50.
[AGENT][NEUTRAL] Yes, it, we denied it for the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, can I just have a reference number for the call?
[AGENT][NEUTRAL] Yes, the reference number is my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, how do you spell your name?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.